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Guy Stephens (@guy1067)
Social Media / SCRM Consultant,
Capgemini
455 points
Guy Stephens is a Social Media / SCRM consultant at Capgemini exploring how social is changing the way we work and communicate with each other, with a particular focus on the use of social media within customer service.
He was previously ...
He was previously ...
Guy Stephens is a Social Media / SCRM consultant at Capgemini exploring how social is changing the way we work and communicate with each other, with a particular focus on the use of social media within customer service.
He was previously the Customer Knowledge Manager at The Carphone Warehouse, where he was responsible for establishing the use of social media to provide customer service.
Guy has worked in the digital space for over fourteen years, and is generally recognised as a thought leader for the work he has done within the social media customer service space. He is a founder of the LinkedIn Group – where social media meets customer service, is a regular contributor to various online and offline publications, conference speaker, member of the Founding Council for BestServiceOne.com, instructor for Econsultancy’s digital marketing master’s programme and WOMMA’s social customer care certification programme. He is an avid Tweeter (@guy1067), and blogs about social customer care at http://beingguy1067.com
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He was previously the Customer Knowledge Manager at The Carphone Warehouse, where he was responsible for establishing the use of social media to provide customer service.
Guy has worked in the digital space for over fourteen years, and is generally recognised as a thought leader for the work he has done within the social media customer service space. He is a founder of the LinkedIn Group – where social media meets customer service, is a regular contributor to various online and offline publications, conference speaker, member of the Founding Council for BestServiceOne.com, instructor for Econsultancy’s digital marketing master’s programme and WOMMA’s social customer care certification programme. He is an avid Tweeter (@guy1067), and blogs about social customer care at http://beingguy1067.com
Dec. 19, 2011
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Nov. 3, 2011
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Simplifying Social Business: How to Calculate Social Customer Service ROI
[11/2 @ 11 am]
How do you make measuring social ROI as simple as possible while still being meaningful?
Not sure what social ROI is or whether it should be hived off as a separate entity ie. ROI of customer service vs ROI of social media customer servie. But I am trying to understand why working out the ROI is important? Whether you work ... more
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